Network Operations Center Manager I

Job Purpose:

This position leads the Network Operations Center (NOC) teams through the weekend that are responsible for monitoring, performance management, escalation, incident activity, and KPI reporting for the health and the wellbeing of the data, video, and VoIP cores as well as the switching and transport networks. This position manages the NOC weekend coverage from Friday night to Monday morning with brief intermittent engagements with the NOC team during the work week (staff meetings, outage after action reviews, etc.). The purpose of this position is to maintain management continuity through the weekend to meet customer expectations both internally and externally.

To accomplish these overall goals, this position shall lead the following teams:

• Data NOC:
• WAN/LAN Monitoring, responsible for monitoring, T1, T3, OC-XX, networks
• Troubleshooting Cisco, Nortel, Alcatel, Juniper, Overture, and Extreme Networking equipment
• Supporting ATM, MPLS, VPLS, DWDM, Networks over copper and fiber
• Working directly with customers to isolate and troubleshoot network connectivity issues
• Working with other carriers to resolve network outages
• Supporting ATT cell site backhaul circuits/equipment
• Supporting LAN Advantage (Metro-E)/CBAD (MPLS) technician installs and repairs
• Working with Network LAN and CORE Engineering to resolve issues
• Monitoring access equipment for ADSL, VDSL, and GPON networks
• Repair and troubleshooting support of Cisco, Motorola, Alcatel, Calix, Adtran, and Pedestal networking equipment
• Serves as Tier IIIsupport for the Technical Support Service desk
• Pre-screen Field operations repair dispatch tickets for network issues
• Transport NOC:
• Manage work performance activities associated with aspects of monitoring and surveillance of Switch, AIN, SS7, transport, and miscellaneous alarms
• Supporting Transport platforms, SONET, DWDM, and TDM Networks over copper and fiber
• Proactive trouble analysis, problem identification, documentation, and trouble resolution to eliminate service-affecting conditions
• Accountable for accurate and timely monitoring of network elements, resolution of customer trouble reports, and accurate measurement of service performance parameters
• Supporting VOIP services (Evolve) including call forwarding and verifying SIP Trunking
• Comms:
• Support as needed to resolve customer impact

Essential Functions:

• Drive consistent performance improvement and accountability through metrics and reporting to support network surveillance, operations, repair, and provisioning functions.
• Develop, implement, and manage consistent processes with a focus on improving the customer experience through innovative use of surveillance and operations toolsets and proactive customer network management
• Represent altafiber surveillance and operations internally and externally by participating in-network or operations escalations and customer meetings
• Works directly with the Strategic Customer Care Center (SCCC) for supporting network services of our high-value customers
• Service Management
• Actively Participate in the Service Management processes across Network Operations and altafiber, including but not limited to Incident Management and Change Management
• Process Improvement
• Participation in cross-functional processes focusing on service operations of new and changed services across altafiber, in support of driving consistently improving critical performance metrics and customer experience

Education:

• Two years of College or Technical School resulting in an Associate's Degree or equivalent experience

Certifications, Accreditations, Licenses:

• Cisco Certified Network Associate (CCNA) or analogous certifications a plus (preferred)
• ITIL Certified (preferred)
  
  

Relevant Work Experience:

• 3 to 5 years of work experience

• Demonstrated technical experience with telecommunications network elements

• Experience in data/video repair and maintenance
• Experience with carrier-class networking products
• Experience managing different shifts for an operational group
• Experience in switch/transport repair, maintenance, and cable maintenance
• Experience in provisioning and troubleshooting high-level copper and optical circuits
• Experience using network analysis, management, and performance monitoring tools to diagnose problems and determine the source
• Hands-on experience with customer network management platforms
• Experience with analyzing network diagrams, process flows, and related documentation
• Experience with Telco provisioning and repair processes a plus

Special Knowledge, Skills and Abilities:

• Training or Experience in one or more of the following disciplines:
• Data Networking, Video Networks or Transport Networks (Required)
• Service Now experience (preferred)
• Knowledge of maintenance and repair of data/video service platforms including WAN/LAN, ATM, Cisco, Alcatel, Juniper, Layer 2/3 Routers - Switches, T1/T3, DWDM, DSL, GPON/Fiber (preferred)
• Training or experience in the following disciplines: 5ESS, DMS-10, STP, AIN, transport networks (SONET, Tellabs, Fujitsu) (preferred)
• Effective written and oral communication skills
• Strong skills in team development, customer service, and problem-solving

Supervisory Responsibility:

• No Supervisory Responsibilities